Unbekannter Anrufer

Guten Tag, hier ist Remona von Carglass Deutschland. D...

[happy] Yes, I can speak in English. How can I help you today with your car glass or appointment?

[calm] Sure, I can help with that. First, so I can find or create your record, please tell me your phone number, digit by digit.

[calm] Thank you. I heard: zero seven nine, zero zero, three five zero, eight five. Is that [slow] exactly [normal] correct, or did I mishear any digit?

[calm] One moment please, I will look up your customer record and any existing appointments.

[calm] Thanks for confirming your number. I see you already have an appointment on Monday, May eleven, at ten o’clock in Frankfurt Innenstadt. Do you want to reschedule this existing appointment, cancel it, or book a new appointment for a different damage?

[calm] Understood, a new appointment for another car. Before we pick a branch and time, I need a few details about the damage and the vehicle. First, just to confirm: which glass is damaged on this other car — the windshield, a side window, or the rear window...

[calm] Thank you, the windshield. Next question: how large is the damage — is it small like a coin sized stone chip, medium up to about five centimeters, or larger, for example a crack...

[calm] Okay, so that is more like a medium to larger crack, not just a tiny chip. Now about the car itself: what make and model is this vehicle, for example Volkswagen Golf, BMW three series, Toyota...

[calm] Got it, a Mercedes Benz from model year twenty nineteen. Which exact model is it, for example A class, C class, E class, GLC, or something similar?

[calm] Perfect, a Mercedes Benz A class from twenty nineteen. Next question: which insurance will handle this damage, for example Allianz, H U K, A X A, or are you paying yourself...

[calm] All right, you have full comprehensive insurance. I will note that as full insurance; the exact company can be clarified later at the branch. Now we choose where to go: do you already have a specific Carglass branch or city in mind, or would you like to tell me your postal code so I can suggest the nearest branch?

[calm] Thank you for the postal code one zero three one five. The nearest branches are Berlin Mitte, Berlin Charlottenburg, and Leipzig Süd. Which branch would you prefer for your appointment?

[calm] Okay, we will use the branch Berlin Mitte. Now, which day would suit you best for this appointment for your Mercedes A class — do you have a preferred date or is it as soon as possible...

[calm] One moment, I will check which times are free next Thursday in Berlin Mitte.

[calm] There are several free times next Thursday in Berlin Mitte. I can offer you Thursday, May fourteen at ten o’clock, ten thirty, or eleven...

[calm] All right, I will now book your appointment for Thursday at eleven in Berlin Mitte.

[calm] I see our system did not create the new booking yet because you already have an active appointment with us on Monday, May eleven in Frankfurt Innenstadt. Do you want to keep that Frankfurt appointment and add this new one in Berlin for the other car, or would you prefer to change or cancel the Frankfurt appointment first?

[calm] Yes, in principle you can have two appointments for two different cars. My system just wants to be sure we do not accidentally double book you, so I need your confirmation. Do you want to keep your existing appointment on Monday, May eleven in Frankfurt Innenstadt for the first car, and in addition...

[calm] Perfect, you want to keep the Frankfurt appointment and add a second one for the other car. In that case a colleague needs to create this additional booking manually, because my system blocks a second online booking on the same phone number. I will [slow] connect you now [normal] to a human agent who can set up the extra appointment for your Mercedes A class in Berlin Mitte at eleven.

[calm] I am still here, yes. As I mentioned, for a second appointment on the same phone number, a human colleague needs to complete the booking manually in our system. Do you agree that I...